Career Plan in the Call center

[fmanetti]

I need to setup a Career Plan for the call center. I work in an insurance company and I appreciate if anybody can help me with, suggestions, advice, information, documentation, etc. everything will help me.


Thanks,


Fernando

[mhaqqi]

You may need to get creative with job titles and compensation practices within the call center. If you only have 10 agents in the call center and little or no room for advancement out of the call center within your company, develop different "micro" job tiers for which agents can strive. Use such titles as "contact specialist," "advanced contact specialist," "expert contact specialist," and "lead contact specialist/supervisor. But don't insult agents' intelligence by creating only new job titles - be sure to tie in formal skill sets and knowledge requirements needed to achieve each "contact specialist" level, and, most importantly, implement a skills-based pay program that rewards agents financially for continual development. To help fend-off/reduce agent burnout in a small environment, tap the talent and creativity of each agent when working on off-phone projects. Empowering agents and creating job diversity is essential to retaining staff in a small call center for as long as possible.

I hope this information is helpful to you.